FAQ

Customer Service

Q: How do I contact you?

A: Our team is happy to assist you M-F 9-5pm PST by email: shop@matsuda.com, or by phone: +1 (424) 387-3580

 

Order and Shipping Information

Q: When will I receive my order?

A: All orders usually ship within 72 hours of confirmation.  Most orders ship the same day if ordered before 3pm PST. If your order is placed over the weekend or holidays, it will be shipped on the next business day.  When your order is shipped you will receive a shipping confirmation email with a tracking number for the shipment. Orders will be shipped via FedEx 2-Day delivery.

 

Q: How is my order shipped?

A: Your order will ship FedEx 2 day delivery.

 

Q: Do I need to sign for the delivery?

A: Yes, for security reasons, a signature is required at time of delivery.

 

Q: How much does shipping cost?

A: We are pleased to offer complimentary FedEx 2 Day shipping.

 

Q: Can I change or cancel my order?

A: If you would like to make changes to your order after it is placed please contact us immediately at +1.424.387.3580. We will do our best to accommodate, however, we cannot modify/cancel orders after they’ve been packed for shipment.

 

Q: Does Matsuda.com sell or ship outside the U.S?

A: At this time we do not sell to or ship outside of the United States.   If you are outside of the United States please visit our locator to find an authorized retailer to assist you.

 

Q: Does Matsuda.com ship to PO boxes?

A: For security reasons we do not ship to PO Boxes.

 

Q: If I’m sending my package as a gift, will the recipient receive the invoice?

A: No, we do not including pricing on the packing slip.

 

Retail Locations

Q: Does Matsuda have their own stores?

A: Not at this time however, Matsuda eyewear is available in select fine eyewear stores and boutiques worldwide.  Find an authorized retailer here.

 

Payment

Q: When is my credit card charged?

A: Your credit card is charged once you complete checkout.

 

Q: Does Matsuda.com charge sales tax?

A: Where required by law, we do collect sales tax. During the checkout process you will see if and how much sales tax will be for your shipping location.

 

Warranty

Q: What is your warranty policy?

A: Authentic Matsuda Eyewear is warranted for two years from the date of purchase against manufacturing defects. If you made your purchase in store, please contact the retailer where you purchased your eyewear directly for service. If you purchased online at Matsuda.com please contact us at shop@matsuda.com. A proof of purchase will be requested as part of the warranty process.

 

Your Privacy

Q: What is your privacy policy?

A: You may view our privacy policy here.

 

Repairs

Q: How can I have my eyewear repaired?

A: If your eyewear needs repair, please contact the authorized retailer where it was purchased. If you are not near the authorized retailer where your eyewear was purchased, please use our boutique locator to find a retailer near you. If your eyewear was purchased online at Matsuda.com please contact customer service at shop@matsuda.com or visit your local authorized retailer.

 

Returns

Q: What is your return policy?

A: Eyewear purchased at Matsuda.com may be returned within 15 days of purchase for a refund. Please view our full return policy here.

 

Q: Can I return purchases made at Matsuda.com to an authorized retailer?

A: No. Purchases made online at Matsuda.com must be returned to Matsuda.com and cannot be returned to any other retail stores.

 

Q: How and to where do I ship my return?

A: Shipping instructions will be emailed once your return request has been processed and accepted. When shipping, be sure to pack and seal your box securely. The original packaging is preferred, if available. Be sure to ship with a tracking number so your package does not get lost.

 

Q: How long does it take to receive a credit to my credit card after my return is accepted?

A: Credits typically appear within 7-10 business days from the day we accept your product for return.

 

Product

Q: Can you tell me when new products or special promotions are announced

A: Absolutely. Sign up for our newsletter to be updated on Matsuda product news, promotions, events, and more.

 

Q: Are the products on the website the same as in the stores?

A: The products are the same although styles in stores may vary.

 

Q: Is the full collection represented on the website?

A: No. Our optical collection is only available at our authorized retailers and is not for sale on Matsuda.com. If you are looking for an optical frame, please visit our locator to find an authorized retailer to assist you.

 

Q: I bought your product on eBay or another unauthorized dealer, is it authentic?

A: We can only guarantee the authenticity of Matsuda products purchased through matusda.com or our authorized retailers.  We cannot guarantee the authenticity of items purchased from individuals or through unauthorized sales channels (eBay, Amazon, etc.).  Items purchased from individuals or unauthorized sales channels will not be covered by our warranty.

 

Q: Why does the item I received look different than it does on the site?

A: Items usually look the same, however, computer monitors may vary, so the colors on your screen may appear slightly different than the actual product. Also, patterns in some of our acetate are custom and unique to each finished product.

 

Q: Can I have my lenses customized or filled with a prescription?

A: We cannot offer customized lenses or optical frames through Matsuda.com, however, many of our authorized retailers will be glad to assist you with prescription lenses and/or changing the lens colors on sunglasses.

 

Q: Can I have a lens prescription filled through the website when I order a frame

A:No. We do not sell our optical collection on Matsuda.com. While our eyewear (both sun and optical) are designed to  accommodate almost any prescription, it is important to visit your optician in person to ensure the correct fit and lens for you.  Please visit our locator to find an authorized retailer to assist you.

 

Q: What do the sizing numbers mean?

A: Eyewear is sized in millimeters and is measured as follows: lens width, bridge size, temple length.

 

Q: Can I purchase Optical Styles online?

A: No. Our optical collection is available at our authorized retailers only and is not for sale on Matsuda.com.  If you are looking for an optical frame, please visit our locator to find an authorized retailer to assist you.

 

Q: Why can’t I see pricing for Optical Styles?

A: Prices are not listed for our optical collection because they are not available for purchase through Matsuda.com. You must contact your nearest authorized retailer for pricing and to purchase our optical collection.

 

Social Media

Q: How and where can I follow Matsuda on social media?

A: Please join us on Facebook, Instagram, and Pinterest by clicking on the links to our social channels at the bottom of our menu.